T7: Customer Service Flashcards
1
Q
What do clients expect from any vet clinic?
A
- Friendliness
- Sincere greeting
- To be listened to
- Eye contact
- To be treated with respect
- Warmth
2
Q
Factors clients don’t appreciate include;
A
- Being ignored
- Being spoken over - not being listened to
- Not being given respect
- No acknowledgement of being a regular client
3
Q
Clients will also expect prompt service to meet identified needs, if you cannot fill this expection then you should make alternatives, that may include;
A
- Rediverting the enquiry to someone who can answer in the time-frame allocated.
- Give the client an estimate to when you will have an answer to their enquiry, then follow up either by phone or in-person
4
Q
list some elements involved in effective customer communication:
A
- Giving customers full attention
- Maintaining eye contact
- Speaking clearly and concisely
- Using active listening techniques
- Use appropriate language and tone of voice
- Using clear written information/communication
- Non-verbal communication i.e. body language, presentation
- Using open and closed questions
5
Q
Remember that hearing is a passive process, but listening should be a …. process
A
ACTIVE process
6
Q
Where can you find accurate and credible information?
A
- Colleague
- Senior vet nurse
- Veterinarian
- Owner of the clinic
- Specialist or referral centre
- Drug representatives or corresponding websites
- AVA website
7
Q
It is very important that you find out all you can about particular products or services so that you can determine if they are going to be of benefit to the animal.
Benefit to the animal means:
A
- they are safe to use on the individual animal
- will solve the animal’s particular problem/meet the needs of the animal
8
Q
Information sources may include:
A
- Reading or listening to a product’s advertisements
- Reading product labels and the information inserts inside the box (or even the MSDS)
- Asking someone’s advice – your friend/ neighbour/ pet shop assistant/ breeder/ veterinary assistant/veterinarian
- Looking up information in a product manual or book
- Looking up information on the internet - this could be product information from the manufacturer, a pet advice column, even a blog or discussion forum
9
Q
Some methods of communication within a clinic?
A
- communication books
- whiteboards
- notes on patient profile
- notes on patient monitoring charts
- verbal
